CommentI had purchased a bed from the store back in 2002. It was a Sealy & was nearly $1700, the salesman gave me a deal and cut it to nearly $800. They have a 90 day guarantee, if you do not like it, come and swap it out. I slept on it for nearly 60 days, and it started to sag and feel uncomfortable, started getting severe back pain from it. I went to the store to follow through their guarantee. They state it has to be AFTER 90 days before i can partake in that. After talking with them about it, they finally agreed to change out the bed with the next lower level bed that was $1100, instead of giving me even trade, they wanted to charge me $350 for the difference (even though mine was worth $700 more!).
They would not work with me, would not give me a swap out. I filed with BBB, still not actions. I even filed with the Attourney General of Texas, still no actions. After battling with them for nearly 5 years, they finally swapped the bed out for the same one, only new. it worked fine again for 3 months, then started to sag again. I was instructed they have the beds made from that brand, but specifically for Mattress Firm, thus I do not think they are the normal quality.
I will NOT do business with them again nor recommend them to others.
 Comments (9) |  |
| 1. Written by Normal operating proceedure, on 28-08-2009 20:34 Mattress Firms normal operating proceedure is to advertise phoney or fakes "before" prices in their ads to give the consumer the impression they are getting a good deal. Fact is they never sell those beds at those "before" or "Compare to prices." This is not the first time they have passed off a used bed as new on an unknowning consumer and that is against the law in most states. Beds are going to sag it is a normal aspect of any bed, softer and more heavily padded beds will sag more and sooner than firm beds, and one sided beds will sag right away because you can not flip them. Consumers however can not expect to beable to return a personal item such as a mattress or underwear without paying sometype of service charge as companies can not and should not resell used bedding as new. They would take a loss on the sale. Comfort is a preference, you can not guarantee compfort every one is different. Its like beer one guy might love Budweiser and another guy might hate it, its personal taste. If your bed is sagging an inch and 1/2 or more you have a warranty claim as long as you have proper center support. Consumers need to be more realistic about how far a company can go with returns. You should never have been sold a used bed without being told that is dispicable and illegal in most states, and there are specific laws addressing used bedding. If Mattress Firm is continuing these policies they should be reported to your states attourney generals office. |
| 2. Written by Taz, on 06-08-2009 18:58 1700 to a 800 dollar bed? I think not. Most 1700 dollar beds cost more than 600 dollars to get into the store. I think you were ripped off at the price only |
| 3. Written by Bunny, on 01-08-2009 21:32 Ok so I'm what happened is you came into the store and said you believe something is wrong with your bed. They said they could not do anything until after 90 days which is right. No company will deal with a warranty until after 90 days. It's policy ever for Sealy, not just their company. What you had was the wrong comfort, that is called a comfort exchange which policy for them is a re stocking fee and you pay the difference. Just because you got a good deal the first one does not mean you get one on an exchange. It really does sound like your the one with the problem. They did nothing wrong, just like everyone else says. |
| 4. Written by Stiff back, on 27-07-2009 14:34 I bought the top of the line bed from them.Our 20 year old bed had a small sag so we thought it was time to replace it. We explained that to the salesman. He assured us this would not happen with the new one.A month later. Same thing only huge sag. I returned it and was given a bed still wet with sanitizer. I had to pay 800.00 more for Temperpedic, plus restocking and delivery. It was soft and crushed down to the bottom. I went back and traded again. . I confronted them that it was sanitized and appeared to be pre owned if you will.By this time I was so upset about the bed deal. I have a 30 year warranty and over 3400.00 invested,so here I go. I think memory foam has killed the beds.You can't get a non sagging bed. |
| 5. Written by mattress sales guy, on 10-11-2008 09:42 the reason the want you to pay is so they dont lose money. a 1700 bed sold for 800, they lose 900 in profit, they give you another bed that sworth 1100. you must pay the difference from 800 to 1100. that makes up the difference on what the will lose on the bed you bring back. this is a good thing, unless you want to be stuck with that bed. |
| 6. Written by david, on 21-10-2008 19:49 First off, i work in the mattress industry for a competitor. There is nothing unreasonable about what they did. YOU'RE the one being unreasonable. Terms and Conditions are clearly stated on reciepts/invoices no matter where you go. There is NO reason for them to give you an "equal" trade. You sound like an unreasonable ***. I wouldn't want you in my store either. |
| 7. Written by Bunnie, on 01-10-2008 22:49 I find it very hard to believe that a respectable company like Mattress Firm would take 5 years to resolve your problem. Plus I have purchased a bed from them which I myself was unhappy with it was way to hard. With the comfort exchange they took care of it right away. Plus it's before 90days not after. I think you did not get all your ducks in row, but hey that's just my opinion. Plus your story, which I am sorry you had a tough time seems a little more on your pissed off side then anything. |
| 8. Written by Weezer, on 05-09-2008 16:27 Yeah, I'm really sure your salesman gave you a $1700 bed for $800! Your bed probably retails for $800, give or take. And $800 might be a lot of money period, but it won't get you a top quality mattress. |
| 9. Written by ed, on 23-07-2008 18:39 anyone with good history of a good super firm mattress; email me the make and the company that offers it. |
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